Help Desk Support Specialist- Corporate Office
Help Desk Support SpecialistAre you a high energy, positive person who has a desire to play an integral part of a corporate support team? You WILL look forward to going to work with our lively staff-our culture is high energy, positive, team-oriented and fun. Sparks Group, the DC area's largest privately held staffing company, is seeking an experienced Help Desk Support Specialist to work internally in our Corporate offices (based in Rockville) and support our staff who are located in 6 branches in MD,DC and VA. There would be minimal travel to the local metropolitan branches when needed to replace equipment or set up a work station for a new employee.Responsibilities include but not limited to day-to-day operational support, troubleshooting, provisioning, installation, configuration, administration, and maintenance of systems hardware, software, related infrastructure, and users. The Help Desk Support Specialist will be the primary point of contact for all on-site and remote users and will receive and respond to Help Desk tickets and other requests for support efficiently. Professional customer service skills and independent troubleshooting capabilities are an inherent requirement of this role.Position OverviewProviding reliable, prompt, and dedicated Help Desk support to include but not limited to: Primary point of contact for Help Desk, accepting requests through ticketing system and other channels, such as email, IM, or in person. Track and follow up on open tickets via ticketing system and other channels. Work through tickets until resolution, reaching out for assistance when needed. Organize priorities appropriately for urgent requests and requests from management. Effectively support and communicate with users in person and remote. Communicate to remote offices to provide support as needed. Administer and troubleshoot Applicant Tracking System (ATS) and Accounting System and regularly communicate with ATS vendor, coordinating support requests to them as needed. Administer and troubleshoot Windows operating systems, laptop and desktop computers, mobile devices, monitors, and printers. Initiate tickets and coordinate with 3rd parties, vendors, and service providers, follow through to resolution. Escalate tickets and questions internally when necessary. Ensure proper tracking of IT assets through use of approved asset tracking software. Organize and deploy equipment such as laptop and desktop computers, mobile devices, monitors, and printers. Setup new user accounts and equipment and provide new users with orientation. Monitor network connectivity through use of approved monitoring software. Provide supplemental support of Windows Server environment in Amazon Web Services (AWS) and demonstrate ability to learn and grow in server administration. Effectively and regularly report progress of projects and tasks to management. Follow and maintain documented procedures. Occasional after-hours work as may be required.Strategy & Planning Assist in maintaining and updating IT incident & tracking system and IT incident policy/procedures. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.Experience and Preferred Requirements 1 - 3 years of experience in a Help Desk or similar role in a Windows environment. Experience with Applicant Tracking System (ATS) or Customer Relationship Management (CRM) a plus. Zendesk and Spiceworks ticket management experience a plus Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Fluent English and strong written and oral communication language skills. Industry certification (eg MCP, MCDST, A+, etc.) preferred. Associates or Bachelors Degree a plus. Successful support of users in person, remote, and through ticketing systems. Strong understanding of Windows desktop OS administration and troubleshooting. Basic understanding of Windows Server, Active Directory, and network environments. Experience working with Microsoft Office, Office 365, Great Plains, Windows 10, Erecruit a plus. Excellent customer service skills. Strong troubleshooting, time management, and communication skills. Willingness and ability to learn new technologies and applications.Personal Attributes & Communication Ability to conduct research into a wide range of IT computing issues and products is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly and technical language. Highly self-motivated, self-directed and keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment Excellent written, oral and interpersonal communication skills. Ability to present ideas in business-friendly and user-friendly language. Maintain high level of confidentiality with company information.